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Account Manager, Facilities Maintenance

3 months ago

Mentor, United States Stratus Services Full time

Overview:

The Account Manager (AM) is responsible for the client relationship and managing requirements through development, planning, and execution. They will ensure company offerings meet the individual needs of the client and communicate directly with the client to exceed expectations. The Account Manager will oversee overall account performance as related to service level agreements (SLA), annual operating plan (AOP) and profitability. The Account Manager will also be responsible for growth/wallet share of their assigned book of business. These objectives are met by managing individual and team performance according to client and department expectations.

Our Exceptional Benefits Plan includes:

  • Supportive & Friendly Culture
  • Manage national accounts for Fortune 500 companies
  • Medical, Dental, Vision coverage options
  • Flexible Spending & Health Savings Accounts
  • Wellness Programs
  • Company paid Life Insurance
  • 401k with Employer Contribution
  • Company paid Short/Long Term Disability
  • Generous Paid Time Off program + Holidays
  • Career Growth Opportunities and Career Mapping
  • Additional perks including Pet Insurance, Employee Assistance Program, Educational Assistance Program (Non-Union employees), Identity Theft Protection, Critical Illness Plans, Commuter Benefits and various employee discount offerings from our Vendors
  • Per diems available when traveling

Stratus is one of the nations largest brand implementation companies. We are made up of 1,100+ employees nationwide who roll up their sleeves, dive into the details and bring our clients brands to life We deliver versatile solutions for some of the nations largest and most recognized brands. From exterior signage & interior branding to site refresh & remodel, from energy & lighting to repair & maintenance solutions, we deliver ideal solutions to meet all our client's branding needs.

Responsibilities:
  • Monitor and maintain team adherence to all company, department, and client policies.
  • Lead by example and to ensure smooth team operations, passion to serve and solution driven.
  • Effectively collaborate with Vice President of Facilities Maintenance to achieve strategic business goals.
  • Responsible for overall team planning and performance of goals, objectives, margins, budgets, and forecasting.
  • Facilitate the internal onboarding process with new customers in collaboration with New Business Development.
  • Review terms of contract for understanding and implementation.
  • Lead/attend customer meetings, deliver performance business reviews, resolve customer escalations, and provide corrective action plans as necessary.
  • Quality control of team output including policies/procedure adherence.
  • Responsible for performance management process including selection, hiring, terminations, promotions, performance improvement plans and annual reviews for all team members.
  • Influence team to foster a customer service culture of exceeding customer requirements and expectations.
  • Mentoring and development of direct reports and team.
  • Partner with Quality Assurance Manager with mining SLA performance data and develop tactical corrective action plans as necessary.
  • Work with Performance Development Manager on new hire training as well as continuous education for team.


Qualifications:

Skills

  • Demonstrated ability to communicate, present, and influence key stakeholders at all levels
  • Experience delivering client focused solutions to customer needs
  • Ability to identify and analyze performance deficiencies and implement progress improvements plans
  • Intermediate/advanced computer skills including proficiency Microsoft Office products
  • Proven ability to manage multiple accounts at one time while maintaining sharp attention to detail
  • Professional and well-developed communication skills
  • Decision making, critical thinking and problem-solving skills
  • Possess a strong focus on productivity, a positive attitude and teamwork with a driven desire to exceed goals

Education, experience, certifications

  • Proven experience leading teams and managing to meet/exceed goals
  • Prior knowledge and experience in parallel industry preferred
  • Bachelors degree (B.A.) from four-year college or university preferred or equivalent work experience
  • Prior experience with cross-functional teams engaged in multi-site or customer projects
  • Proven negotiation skills

Physical and mental demands

  • Ability to remain calm and focused under pressure and stressful situations
  • Ability to work in front of a computer for a prolonged number of hours
  • Position may require working before or after regularly scheduled hours as business needs arise
  • Ability to travel nationally (auto & flight) as required

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